Would You Refund The Deposit?

[BusterBloodvessel]

To be honest....this is partly just a moan I play part time in a function/party band, we do some weddings/corporate functions. and bars and social clubs (the ones that are left!). To be honest most bookings come through an agent or word of mouth and we don't take a deposit. We tend to take one if it's people we don't know who have come through our Facebook/website. Cancellations are very rare, when they do happen for whatever reason people are generally hugely apologetic, and it's no big deal for us. We've had people cancel 48 hours before due to serious illness or family issues and offer to pay in full - we've never accepted it. We've returned deposits in the past too or held onto them for a rescheduled date.

Took a booking a couple of months ago for next year, someone we don't know. Sent them our standard details and a copy of our booking contract which states deposits are non-refundable and payment is due in full if cancellation made within 60 days of the event. They paid a £225 deposit.

I got a message today "Hi, we have decided to have our wedding abroad therefore unfortunately we need to cancel. Also, I need to ask for the deposit back". I read it, was quietly seething at the attitude of the message, and decided to leave it until I calmed down, not to mention I was busy at work (this was around 1pm). 3 hours later a follow up message "I would like your reply ASAP".

What is wrong with people?? Is it me, or is the sense of entitlement, not to mention the stupidity at not understanding what a deposit is there for, just ridiculous?? I mean....what do they think the point of the deposit is if they can just ask for it back? The event is several months away but doesn't mean we haven't turned down other bookings or planned other things around working that weekend.

I mean...it's a couple of hundred quid in the grand scheme of things, and it's worth refunding it rather than risk a sh*tty review on our page or a load of hassle. But honestly, part of me just wants to dig my claws in and refuse it purely for the manner it's been handled. No sorry, no thanks, no kiss my a*se or nothing! I feel like telling them where to shove it. What would you do?? Am I right to be getting so bloody annoyed about it or is my already terrible week getting to me?

Aaaaaaand.......BREATHE!

 

[DWS]

Just resend them a copy of your terms showing that the deposit is non-refundable, and that’s it.

 

[Fagin2021]

Wait a couple of days without responding to any message then just say 'Our terms make it clear that deposits are non-refundable'.

Then don't reply to anything else. If, as these types sometimes do, they threaten you with a bad review say 'Your threat has been noted and passed to our lawyers'.

 

[fisicx]

If they do leave a bad review your reasoned response can boost your credibility.

So no, do not refund the deposit.

 

[BubbaWY]

Some people can word messages poorly, without meaning to. My dads messages are short and can sound a bit off at times, but thats not who he is in person. So that was potentially the case here. But...its the follow up message which does it for me. As you say, it sounds like theyve got a sense of entitlement. Id go with the advice above and remind them of your T+C's.

 

[HFE Signs]

The purpose of a non-refundable deposit is to ensure you don't have your time wasted and you don't get messed about, if you have plenty of time to re-sell the slot then really you haven't lost anything and you could refund it. Really comes down to whether you think it is fair to keep the money or to refund it and is it likely to damage your reputation, if so is that damage worth the sum of money in question. Personally, I'd probably refund it and keep everyone happy and hope to re-sell the slot.

Equally, I can understand not wanting to especially given their attitude

 

[ecommerce84]

This way of speaking has come from social media and WhatsApp and the expectation of instant replies.

We’ve had customers before now that have messaged at say 8:30 on a Friday evening saying “Can I order for next week?” And then at 8:45 we’ve had “????”.

People seem to expect instant replies nowadays, and if they know they are dealing with small one or two person businesses then even more so.

As for the deposit, I’d probably refund it (as they’ll possibly kick up a stink about it and I’m not sure it’s worth the hassle for £225) but you could drag it out a bit by saying that its in your terms and conditions that deposits are non refundable but if we can rebook the date we will. And then make them sweat for a couple of weeks or months.

 

[Porky]

Interesting. I wouldn’t refund it and not with that attitude either. Your T&Cs are clear, if you paid a deposit on anything else in life, holiday, car, carpets, kitchen blah blah you wouldn’t get a refund if you cancelled. That’s life.

Also, the reason of changing their mind to go abroad is hardly a life or death situation, personal choice, not that it matters, your T&Cs stand.

Up to you at the end of the day, if they give you a shitty review you reply to the effect that “you take lots of bookings and our deposit system guarantees that nobody else can take that same slot which gives customers total piece of mind. Once the booking is secured by deposit anyone else requesting that same day booking is declined. Deposits are non refundable as a result.”

I don’t think the stance not to refund is unreasonable in this situation frankly. Donate the deposit to a good cause if you are feeling charitable

 

[DWS]

Agree with Porky on this, this is the whole idea of having a non refundable deposit.
If they were cancelling for a valid reason as the wedding is called off or postponed then fine that is then down to your own discretion and I probably would be inclined to offer a refund, but it’s not that and the wedding is going ahead but they have decided to change venue.
Maybe tell them if they cover your expenses then you will be happy to travel and play abroad!